1Life Insurance's Appointed Service Provider Sent my HIV test results to the incorrect insurer

1Life has reduced my cover from full cover to accidental because they did not receive my HIV test results from Lancet.

I took the test on 3 Dec 2021, however Lancet sent the results to All Life instead of 1Life. After several attempts to request Lancet to send the results to 1Life, no results have been sent still this day.

The fact that Lancet is a service provider appointed by 1Life, and I do not have control over the test results due to confidentiality policies they have, I cannot request my results and send the directly to 1Life.

I have been with 1Life since 2012 and I informed them of the situation at hand, so for them to reduce my cover even though they know their service provider is at fault is very surprising.

So far two consultants from 1Life's HIV department indicated that they will engage Lancet but to this point I have not received any feedback from them.

Why is my policy affected by an outcome that I do not have control over especially from a service provider that you have appointed?

Please treat your clients with care and respect. I am very disappointed.